Bertus Dejong
Mead,WA
Summary
Dynamic Customer Service Manager with a proven track record at Tixer, enhancing service quality through effective training and feedback systems. Skilled in problem-solving and project management, I successfully improved response times and operational efficiency, fostering a customer-focused environment that elevated satisfaction and retention rates. Committed to continuous improvement and team development.
Experienced with leading customer service teams and enhancing service delivery. Utilizes advanced problem-solving skills to address and resolve customer issues efficiently. Track record of fostering collaborative team environment that consistently meets and exceeds service goals.
Overview
24
24
years of professional experience
Work History
Customer Service Manager
Tixer
03.2022 - 06.2025
- Led customer service team, ensuring high levels of satisfaction and resolving complex issues efficiently.
- Implemented training programs to enhance staff skills and improve service delivery consistency.
- Developed and maintained customer feedback systems, driving improvements in service quality based on insights.
- Analyzed service metrics to identify trends, improving response times and operational effectiveness.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Complaint Specialist and Lead
Cash App
01.2021 - 03.2022
- Analyzed customer feedback to enhance user experience and streamline support processes.
- Collaborated with cross-functional teams to implement new features and improve application functionality.
- Developed training materials for onboarding new team members, promoting knowledge sharing and efficiency.
- Monitored transaction data to identify trends and assist in decision-making processes for product improvements.
- Facilitated regular meetings to discuss project updates, ensuring alignment across departments and timely execution.
- Created detailed reports on service performance metrics, driving insights for operational enhancements and strategic planning.
- Assisted in the development of marketing campaigns aimed at increasing user acquisition and engagement rates.
- Pioneered adoption of remote work policies, ensuring business continuity during challenging times.
- Empowered employees with deployment of Microsoft Teams, enhancing remote work capabilities.
- Facilitated transition to remote work by setting up efficient virtual office systems, maintaining productivity during challenging times.
EVS Manager
Lawrence Presbyterian Manor
04.2001 - 03.2022
- Led development and implementation of environmental cleaning standards across multiple facilities.
- Managed staff training programs to enhance efficiency and compliance with safety regulations.
- Oversaw waste management strategies, reducing operational costs through effective recycling initiatives.
- Coordinated audits for cleanliness and sanitation, ensuring adherence to regulatory requirements.
- Streamlined inventory management processes, improving supply chain efficiency for cleaning materials.
- Developed emergency response plans, enhancing facility readiness for health-related incidents.
- Implemented performance metrics to evaluate staff effectiveness and improve service delivery quality.
Customer Service Representative Remote
Ramp
05.2018 - 01.2021
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Streamlined support processes, improving response times and enhancing customer satisfaction.
- Mentored junior representatives, providing guidance on best practices and conflict resolution techniques.
- Developed training materials to enhance team knowledge of products and services offered by Ramp.
- Analyzed customer feedback to identify trends, driving improvements in service delivery protocols.
- Implemented new software tools for tracking customer interactions, increasing operational efficiency.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
Remote Customer Service Represenative
Found Ever
03.2015 - 05.2018
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Trained new team members on best practices for customer interaction and service protocols.
- Implemented feedback mechanisms to identify areas for service improvement and enhance response strategies.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships.
- Collaborated with cross-functional teams to streamline processes, improving service delivery times.
- Analyzed customer feedback trends to inform management of potential service enhancements.
- Led initiatives to enhance the customer experience, resulting in improved retention rates across diverse demographics.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
Education
High School Diploma
Lawrence High School
Lawrence, KS05-1998
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- MS office
- Call center management
- Administrative support
- Project management
- Exceptional telephone etiquette
- Conflict resolution techniques
- Relationship building
- Quality assurance
- Handling escalations
- Product knowledge
- Training and coaching
- Customer retention
- Conflict management
- Staff management
- Escalation handling
- Work prioritization
- Skilled trainer
- Call center operations
- Employee scheduling
- Proficient in [software]
- Performance evaluations
- Continuous improvement
- Expertise in sales
Timeline
Customer Service Manager
Tixer
03.2022 - 06.2025
Complaint Specialist and Lead
Cash App
01.2021 - 03.2022
Customer Service Representative Remote
Ramp
05.2018 - 01.2021
Remote Customer Service Represenative
Found Ever
03.2015 - 05.2018
EVS Manager
Lawrence Presbyterian Manor
04.2001 - 03.2022
High School Diploma
Lawrence High School
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